Senior Specialist | Student Finance & Student Support At Chegg Inc.
CurrentAnticipating customer needs and providing tailored solutions and a seamless customer service experience on every interaction.Cultivating and sustaining robust and long-standing relationships with stakeholders and colleagues in other business units across geographies and hierarchical levels for long standing benefit of the client, while leveraging strong networking and presentation skills and maintained a positive and effective work environment.Scrutinized customer agreements and… Show more Anticipating customer needs and providing tailored solutions and a seamless customer service experience on every interaction.Cultivating and sustaining robust and long-standing relationships with stakeholders and colleagues in other business units across geographies and hierarchical levels for long standing benefit of the client, while leveraging strong networking and presentation skills and maintained a positive and effective work environment.Scrutinized customer agreements and pinpointed enrollment discrepancies.Executed the processing of 200+ monthly withdrawals, tuition adjustments, payments and refunds within SLA. Championed cross functional team collaboration to revamp workflows and procedures aligned with customer feedback.Successfully coordinated and launched the chat process as per business requirements from initiation to completion ensuring all deadlines were met and goals were achieved.Instrumental in the creation of the Chegg Skills Help Center, a valuable resource for customer self-service. Adapted analytical skills to investigate customer feedback trends over a 6-month period, identified recurring issues, and collaborated with the product team to implement solutions.Improved customer satisfaction scores and fostered a customer first ethos by ensuring that metrics such as Quality, Compliance and Productivity are met. Show less
